论图书馆柔性服务——兼议服务接触关键时刻的服务策略

On the Flexible Service of Library——On the Service Strategy in the Critical Moment of Service Encounter

图书馆的服务是通过图书馆、馆员和读者三位一体,互动接触的一系列过程来完成的。柔性能力是提高读者满意度的法宝。本文阐述了图书馆柔性服务的重要性和必要性,提出了图书馆服务的柔性策略。

Library service is completed in a series of critical moment of the contact and interaction of libraries,librarians and readers.Flexible capacity is magic key of improving reader satisfaction in critical moment.This paper describes importance and necessity of flexible service and points out flexible strategy of library service.